Top Page | English | 简体中文 | 繁體中文 | 한국어 | 日本語
Tuesday, 3 October 2017, 11:34 HKT/SGT
Share:
    

Source: Hitachi, Ltd.
Development of Active-learning Dialogue Data-based AI Technology
Reducing labor time for conversation contents to one tenth

TOKYO, Oct 3, 2017 - (JCN Newswire) - Hitachi, Ltd. (TSE: 6501) today announced the development of active-learning dialogue-data based AI technology to enable EMIEW3, Hitachi's human symbiotic service robot(1) to spontaneously "learn" how to respond to questions that it could not previously answer. EMIEW3 clarifies the meaning of enquiries with related staff through dialogue interaction, and in the process, automatically increases its dialogue contents to increase "comprehension" for appropriate responses. Hitachi is currently developing EMIEW3 with view to use in customer service and guidance settings. Using this technology, EMIEW3's dialogue contents can be enhanced by staff without specialist training, simply by responding to queries posed by EMIEW3, and was found to reduce labor-hours for this process to about one-tenth the time previously needed.(2) Further, this technology allows EMIEW3 to learn more quickly about products or facilities which may change daily, as well as increase comprehension and correctly respond to customer enquiries. Hitachi is aiming to provide even higher quality dialogue-data based solutions by using this technology.

http://www.acnnewswire.com/topimg/Low_HitachiAI10317Fig1.jpg
Fig. 1. Learning process

In recent years, in light of companies facing labor-shortage for customer service desks, there is an increasing anticipation for advanced robot-based voice-dialog solutions. Hitachi has conducted several field-tests for customer service and guidance solutions with EMIEW3(3) through which it has found that due to wide variation in how a customer query might be posed, that in some cases EMIEW3 is unable to comprehend the nature of the question, and thus unable to answer the question. To address this issue, conventionally, a system administrator would need to continuously analyze interaction logs even after commencement of the service, and regularly expand the dialog contents. Recognizing the importance of being able to efficiently expand the dialog contents after the service has been initiated, Hitachi developed active-learning AI technology that investigates questions which EMIEW3 was unable to answer, identifies the causes and clarifies questions that it did not previously understand, to enable EMIEW3 to "learn and grow" through voice-based dialog with staff. The technology developed consists of the following two points:

1. Active-learning technology
Machine learning was applied to identify and spontaneously learn about components of the dialog that could not be understood. The technology analyzes the causes of unanswerable questions, and classifies them into two patterns: one where the answer is not registered, and the other, where the intention of the query was not understood due to the question being expressed in an unfamiliar form. In the first case of where the question was understood but the answer is not registered, EMIEW3 will ask a staff member for the appropriate information. In the second case where the question could not be understood due to the way it was expressed, a similar question registered in the question-answer database will be sought, and EMIEW3 will confirms with a staff member if the similar question has the same intent as the query which could not be understood. The new "response" and "query expression" learned from the staff response is then automatically registered in the question-answer database.

2. Technology to efficiently use newly learned query expressions
Natural language processing techniques such as morphological analysis and syntax analysis were used to develop technology to efficiently learn new forms of expressing the query. The technology uses morphological analysis and difference detection to find interchangeable components from two different ways of asking the same question, and learns rules about diverse forms of how the same question might be posed (hereafter referred to as rephrasing). Further, syntax analysis and machine learning are used to check if incorrect rephrasing is remembered. Through this, more correct rephrasing rules are formed, and by applying this to other questions, increases the pattern of expressions which have the same meaning.

As a result, log analysis by system administrators become unnecessary, and enables daily enhancement of the dialogue contents by simple on-site dialogue between staff with appropriate business knowledge and EMIEW3.

Using this technology, Hitachi aims to provide higher quality correct response voice-dialog solutions to businesses with customer service desks. This technology will be demonstrated with EMIEW3 in the showcase at the Hitachi Social Innovation Forum 2017 TOKYO, to be held from 1-2 November at the Tokyo International Forum in Yurakucho, Tokyo. Demonstration field-tests will also be conducted in collaboration with the Haneda Robotics Lab*4 at as part of the Haneda Airport Robot Experiment Project.

http://www.acnnewswire.com/topimg/Low_HitachiAI10317Fig2.jpg
Fig. 2. Overview of this technology

(1) Hitachi News Release issued on 8th April 2016, announcing EMIEW3 and its Robotics IT Platform http://www.hitachi.com/New/cnews/month/2016/04/160408.html
(2) The actual reduction ratio will depend on the target business operation and the amount of data involved. The ratio given in this release is based on simulation results from help desk operation and related data within Hitachi.
(3) Hitachi News Releases on EMIEW3 field tests
(4) For more information on the Haneda Robotics Lab, please visit the webpage on the Japan Airport Terminal Co., Ltd. website. https://www.tokyo-airport-bldg.co.jp/hanedaroboticslab/en.html


About Hitachi, Ltd.

Hitachi, Ltd. (TSE: 6501), headquartered in Tokyo, Japan, delivers innovations that answer society's challenges with our talented team and proven experience in global markets. The company's consolidated revenues for fiscal 2014 (ended March 31, 2015) totaled 9,761 billion yen ($81.3 billion). Hitachi is focusing more than ever on the Social Innovation Business, which includes power & infrastructure systems, information & telecommunication systems, construction machinery, high functional materials & components, automotive systems, healthcare and others. For more information on Hitachi, please visit the company's website at www.hitachi.com.

Contact:
Hitachi Ltd
Corporate Communications
Tel: +81-3-3258-1111


Oct 3, 2017 11:34 HKT/SGT
Source: Hitachi, Ltd.

Hitachi, Ltd. (TSE: 6501)

Topic: Press release summary
Sectors: Enterprise IT
http://www.acnnewswire.com
From the Asia Corporate News Network


Copyright © 2017 ACN Newswire. All rights reserved. A division of Asia Corporate News Network.


Multimedia
Fig. 1. Learning process
View Image
 
Fig. 2. Overview of this technology
View Image
 

Hitachi, Ltd.
Oct 18, 2017 08:48 HKT/SGT
Hitachi Launches the Systems to Automatically Generate Optimized Production Schedules and 3D Work Instructions as a Solution Core for the IoT Platform "Lumada"
Oct 12, 2017 15:58 HKT/SGT
Hitachi and Daicel Develop Management and Manufacturing Dashboard by Utilizing IoT to Integrally Visualize KPIs from Management Information to Manufacturing Workplaces' Situations
Sept 28, 2017 13:59 HKT/SGT
Hitachi SEM Receives Order for Around 5,400 Distribution Transformers from the Republic of the Union of Myanmar's Ministry of Electricity and Energy
Sept 26, 2017 11:07 HKT/SGT
Daikin and Hitachi Embark on Collaborative Creation Aiming to Establish a Next-Generation Production Model Utilizing IoT to Support Skill Transfer from Expert Workers
Sept 20, 2017 19:04 HKT/SGT
Hitachi Aims To Disrupt Industrial IoT Platform Market With New Commercial Lumada Software Stack
Sept 20, 2017 18:26 HKT/SGT
Hitachi Introduces Hitachi Vantara: A New Digital Company Committed to Solving the World's Toughest Business and Societal Challenges
Sept 20, 2017 09:26 HKT/SGT
Hitachi Hosts "Hitachi Social Innovation Forum 2017 TOKYO"
Sept 15, 2017 17:35 HKT/SGT
Hitachi to Strengthen Information Security Structure
Sept 13, 2017 11:46 HKT/SGT
Hitachi and the Eastern Economic Corridor Office Conclude Cooperation Agreement on the Use of IoT Technologies in the EEC Development Plan in Thailand
Aug 21, 2017 13:30 HKT/SGT
Hitachi Launches New TX Series Escalator for India, Asia and the Middle East
More news >>
 News Alerts
Copyright © 2017 ACN Newswire - Asia Corporate News Network
Home | About us | Services | Partners | Events | Login | Contact us | Privacy Policy | Terms of Use | RSS
US: +1 800 291 0906 | Beijing: +86 10 8405 3688 | Hong Kong: +852 2217 2912 | Singapore: +65 6304 8926 | Tokyo: +81 3 6721 7212

Connect With us: